We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 381196 results
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Decision Reference DRN-5651739
29 Sep 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5651739 The complaint Mr M complains that Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) Irresponsibly approved finance for him which was unaffordable. What happened In September 2021, Mr M acquired a used car financed through a Hire Purchase Agreement (HPA) w... (4 pages)View decision -
Decision Reference DRN-5834577
29 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5834577 The complaint Mrs D and Mr D complain that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled their motor insurance policy. What happened From February 2022, Mr D on behalf of Mrs D insured an electric car with Admiral. She was the policyholder, and he was a named... (3 pages)View decision -
Decision Reference DRN-5596274
29 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5596274 The complaint Ms T complained that esure Insurance Limited (esure) unfairly declined to complete repair work following a leak caused by its contractors, under her home buildings insurance policy. What happened In December 2022 Ms T said her property was damaged by a flood. S... (4 pages)View decision -
Decision Reference DRN-5336987
29 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5336987 The complaint Mr H complains that Lloyds Bank PLC won’t refund a payment he says was part of an investment scam. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr H has explained that in 2019, he was... (2 pages)View decision -
Decision Reference DRN-5766829
29 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5766829 The complaint Mr C complains about Nationwide Building Society. He says that Nationwide is preventing him from making payments that he wants to make and wants Nationwide to remove the block it has placed on those transactions. What happened Mr C had met someone (I’ll call ‘... (4 pages)View decision -
Decision Reference DRN-5372596
29 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5372596 The complaint Mr S complains Barclays Bank UK PLC won’t reimburse money he lost when he fell victim to a romance scam. What happened As all parties are aware of the full complaint details, and they are not in dispute, I will only include a summary here. Mr S, on or around 20... (2 pages)View decision -
Decision Reference DRN-5705981
29 Sep 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5705981 The complaint Miss T is unhappy with National Savings and Investments (NS&I). Miss T’s complaint has been mainly handled by her father Mr T, so for ease I will refer to him throughout this decision. Miss T won a Premium Bond prize in early 2024 and a cheque (in UK curr... (3 pages)View decision -
Decision Reference DRN-5720360
29 Sep 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5720360 The complaint Mrs M complains TransUnion International UK Limited (TU) have disclosed information from her credit report to an unauthorised third party. What happened Mrs M’s sister told Mrs M her personal and financial information was appearing on her credit file. Mrs M con... (3 pages)View decision -
Decision Reference DRN-5644504
29 Sep 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5644504 The complaint Mr B complains, with the help of a representative, that he was mis-sold a pension that wasn’t suitable for him by ReAssure Limited and that the paperwork produced at point of sale was misleading – in particular, in relation to the charges. At the time of the s... (5 pages)View decision -
Decision Reference DRN-5837959
29 Sep 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5837959 The complaint Ms N complains about the level of service provided by AA Underwriting Insurance Company Limited following a claim made on her motor insurance policy. What happened Ms N’s car was damaged in an accident, and she made a claim on her policy. After initially sayin... (3 pages)View decision
